Refund policy

Damaged or Lost Items

Reporting a Problem

If your order arrives damaged or fails to arrive, please contact us through the Help widget within 7 business days of delivery or the expected delivery date. This window is required to begin courier investigations, especially for lost items.

Replacements & Refunds

If an item is confirmed damaged or lost, we will issue a replacement. If the item is unavailable or out of stock, a refund will be provided instead.

Evidence Requirements

To prevent fraudulent claims, all reports are carefully reviewed. We may request clear photos of the damage. Digitally altered or AI-edited images are not accepted.
In some cases, we may ask that the item be returned for inspection. If so, a prepaid return label will be provided.

Exclusions

Damage caused by misuse, improper handling, or product modifications is not covered under this policy. For full coverage details, please refer to our Guarantee Policy.

Packaging

We do not offer replacements or refunds for damaged packaging, as packaging is intended only to protect the product inside.

Returns

Our returns policy is valid for 30 days from the date your order was delivered. Unfortunately, we cannot accept returns or issue replacements after this period.

To be eligible for a return, the item must be unused, in its original condition, and returned in its original packaging. Proof of purchase (such as your order confirmation email) will be required to process your return.

Customers are responsible for the cost of return shipping, and we recommend using a trackable or insured delivery service for any return shipments. Vault X is not responsible for items lost or damaged during return transit.

Refunds

Refunds are only issued in cases where a replacement is not possible because the item is no longer in stock. Once your return or claim has been reviewed and approved, we will process the refund to your original payment method within 7 working days.

If you have not received your refund within this timeframe, please contact your bank or payment provider first, as processing times can vary. If you still haven’t received your refund after checking with your payment provider, please get back to us through the Help widget and we can advise on the next steps.

Need Help?

For all order-related queries, including damaged, lost, or return requests, please contact us through the Help widget on our website. A member of our team will be happy to assist you.